Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. By understanding their needs and pain points, you can proactively craft experiences that drive more revenue, build loyalty, and give your business a competitive edge.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 3, 2024

Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. What’s happening?

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Retently

JANUARY 19, 2023

Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. What is Product-Market Fit ?

Measurement 158

Measurement Survey Marketing Effort Score 158

CustomerSuccessBox

JANUARY 4, 2022

Conducting an effective and valuable Quarterly Business Reviews (QBR) is a challenge in itself. By having a QBR, your intention is to meet with the client to discuss business and support them in achieving their objectives. If you want to nail the review meetings, you must understand the nuances as they are.

Roadmap 52

Roadmap Meeting ROI Measurement 52

Gainsight

MARCH 20, 2023

By Tim Van Lew, Director of Customer Success Strategy, Gainsight Yes, it’s uncommon to see a year-in-review article in spring. At the core, our intent with Gainsight Essentials has been to help all companies—from startups to scale-ups and beyond—grow while giving them the tools to put their customer first.

CRM 52

CRM Customer Success Strategy System 52

PeopleMetrics

JULY 20, 2020

Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Employee feedback should be collected quarterly at a minimum. Here they are! Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

SurveySparrow

DECEMBER 29, 2023

When it comes to business competition, offering an exceptional customer experience (CX) is an absolute must. To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? Why Build a Customer Experience Roadmap?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

BirdEye

APRIL 17, 2023

Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. This article explores the world of subscription business models, including its benefits and tips for building one. This model offers convenience for the business and the consumer.

Customer Retention 98

Customer Retention Consumers Strategy Tips 98

Totango

AUGUST 18, 2022

First, we’ll review the onboarding process and why it’s crucial. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Guiding customers through how to use basic features. What Is the Client Onboarding Process?

Customer Journeys 92

Customer Journeys Self Service Customer Success Software 92

VDS

SEPTEMBER 28, 2023

However, migrating to Genesys Cloud requires careful planning and execution to ensure that there are minimal disruptions to your business operations. However, migrating to Genesys Cloud requires careful planning and execution to ensure that there are minimal disruptions to your business operations. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Strategy Roadmap System 52

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Here’s our guide to today’s best customer retention management software.

Customer Retention 98

Customer Retention Software Customer Success CRM 98

Gainsight

OCTOBER 11, 2022

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. By examining these pillars and CS market trends, we’ve taken away three lessons in efficiency from the 2022 Gartner Market Guide for Customer Success Management Platforms. The answer? According to Gartner, .

Customer Success 52

Customer Success Marketing Management Roadmap 52

ShepHyken

OCTOBER 14, 2022

He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Online training for your customer service is essential for various reasons: . You can determine this by referring to the North Star metrics when reviewing each.

Training 71

Training Customer Service Competitive Advantage Customers 71

BirdEye

MAY 3, 2023

In the same way, achieving critical business outcomes requires a series of short-term goals that build upon each other. Setting good marketing objectives for your business Identify your target audience Your customers are at the core of your business. Your marketing plan is no different. Set S.M.A.R.T.

Strategy 98

Strategy Marketing Social Media Net Promoter Score 98

Helen Dewdney

MARCH 22, 2023

New complaints figures published today (22/03/23) by the Financial Ombudsman Service (FOS) indicate that yet again complaints against individual businesses have risen. Hopefully the Financial Conduct Authority’s (FCA) Consumer Duty which comes into force in July 2023, will oblige businesses to do more to deal with complaints.

Financial 61

Financial Insurance Banking Consumers 61

Gainsight

AUGUST 10, 2023

It says: You’re not only committed to delivering your products or services, but also the positive outcomes the customer is seeking in their own business by leveraging that investment. However, as businesses grow, and the customer base expands, the art of custom craftsmanship must evolve to extend across the masses.

Self Service 52

Self Service Touchpoint Roadmap Customer Journeys 52

ReviewTrackers

SEPTEMBER 1, 2020

Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Here are some stats that demonstrate how Yelp can impact your brand and business: Yelp monthly traffic. Reviews generated. 68 percent of the millions of reviews on Yelp are 4- and 5-star reviews.

Advertising 81

Advertising Automotive Study Entertainment 81

SurveySparrow

NOVEMBER 25, 2023

Running a business is so much like managing complex machinery. It is a snapshot of how efficiently your business manages receivables. This metric is a practical indicator of your business’s effectiveness in managing its credit and collection processes. Here’s a guide you can follow. How is it calculated?

Sales 52

Sales Policies Financial Strategy 52

Gainsight

FEBRUARY 10, 2022

Almost every business goal outlined by your company can be improved by someone in a customer success role. Because customer success impacts so many sections of your business, it requires a specific mix of CS professionals in order to be successful. Customer success plays an integral role in the success of any organization.

Customer Success 97

Customer Success Training Customers ROI 97

Happy or Not

OCTOBER 9, 2023

Here are some crucial factors you can control by having insights on what your customers think. 5 benefits of collecting customer feedback Collecting customer feedback through various means, such as instant customer surveys and online reviews, offers invaluable insights that can significantly benefit your business.

Feedback 36

Feedback Customer Satisfaction Measurement Survey 36

Magellan Solutions

SEPTEMBER 29, 2023

Especially in the modern world, where business transactions are becoming more and more multi dimensional. You might be asking why inbound support services of all other business growth factors. Read on to find out how inbound support services can help with your business growth! What does this mean for your business?

Customer Satisfaction 52

Customer Satisfaction Loyalty Trends Exceptional Customer Service 52

CustomerSuccessBox

JANUARY 2, 2022

The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. So identifying and understanding the key focus areas for your CS team is essential. So identifying and understanding the key focus areas for your CS team is essential. For SaaS businesses, it should be the motto to live by.

Customer Success 52

Customer Success ROI Measurement Metrics 52

Gainsight

DECEMBER 8, 2022

Ometria introduced more digital-led touchpoints leveraging Zendesk adjacent to Support creating a Success Hub for its tech touch customers with the intention of strategic guidance, enablement materials, and quarterly product roadmap materials hosted there. . Where do you start? Ask Yourself: Can This Be a Digital Touchpoint?

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

CustomerSuccessBox

APRIL 3, 2022

Sending an email with the appropriate intent at the right time is essential to a good customer success email. Most businesses make either of the two mistakes: Sending too few emails or Sending just so many emails. Customer Success ensures that your customers remain happy customers. Why are Customer Success email templates important?

Customer Success 52

Customer Success Video Customers Meeting 52

ChurnZero

FEBRUARY 25, 2020

Focus on your expertise – You know your customers and you know your product and the combination of the two should make you the expert and feel empowered to advise and guide the customer along the way. 5 Signs You May Need to Revamp Your Onboarding Process. A good customer onboarding process should…. It is exactly the same for every customer.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. However, businesses don’t adopt these surveys solely to enhance the workplace environment; they also do it to elevate the quality of customer service. Now, why is all this essential? The inevitable outcome? Mediocre to downright poor service to your customers.

Survey 52

Survey Customer Service Net Promoter Score Employee Engagement 52

Helen Dewdney

JULY 7, 2021

This was after the return of strict lockdown measures in large parts of the UK from 31 December 2020 and before the re-opening of non-essential retail on 12 April 2021. This was after the return of strict lockdown measures in large parts of the UK from 31 December 2020 and before the re-opening of non-essential retail on 12 April 2021.

Tourism 76

Tourism Transportation Telecommunications Customer Satisfaction 76

Ecrion

OCTOBER 29, 2020

For example, many entrepreneurs use yearly reviews or quarterly reports as an opportunity to convey goals and feedback to their team. But, it’s still essential to develop a way to keep every employee updated on company info and what’s expected of them. Set Clear Goals | 7. Always Strive to Engage. Best Practice.

Communication 76

Communication Examples Engagement System 76

ReviewTrackers

DECEMBER 4, 2018

Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Here are some stats that demonstrate how Yelp can impact your brand and business: Yelp monthly traffic. Reviews generated. 68 percent of the millions of reviews on Yelp are 4- and 5-star reviews.

Advertising 84

Advertising Automotive Study Entertainment 84

ClearAction

OCTOBER 16, 2019

2 Do we really believe “the purpose of business is to maximize profit for investors” as economist Milton Friedman proclaimed? 2 Do we really believe “the purpose of business is to maximize profit for investors” as economist Milton Friedman proclaimed? Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Call Experts

DECEMBER 29, 2021

Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . It is a core value of our business; we know that when you succeed, we succeed. . Understanding this information is essential in planning for holidays, busy seasons, and more.

Contact Center 52

Contact Center Call Center Trends Healthcare 52

Gainsight

DECEMBER 12, 2022

He essentially explained the old army adage: The more you sweat in peace, the less you bleed in war. . He essentially explained the old army adage: The more you sweat in peace, the less you bleed in war. . What does all this have to do with Customer Success (CS)? It’s as simple as that. Designing a Risk Management Process .

Effort Score 52

Effort Score Leadership Roadmap Course 52

Playvox

NOVEMBER 21, 2022

Administrators review submissions, prioritize them, and publicly communicate their status to the users. But does this user-led workflow provide the best guide for your product development? Lucky you if the suggestion happens to align with your business and product strategy. What Are Idea Portals And How Do They Work?

Roadmap 52

Roadmap Analysis Feedback Customers 52

ProProfs Chat

FEBRUARY 5, 2020

How to Politely Decline a Customer Request: Ultimate Guide to Winning Over Your Customers. Social Media has an unparalleled power when it comes to enhancing the customer experience, and as per the Harvard Business Review (Umm.Yes! What is the most dreadful thing during customer interactions? So, what’s the way out here?

Examples 93

Examples Social Media Tips Policies 93

Gainsight

SEPTEMBER 21, 2020

COVID-19 has impacted businesses in innumerable ways. Data integrations: Data integrations are an essential part of CSM teams’ value, and they typically took 30-40% of the total implementation time. At Gainsight, we pride ourselves in using data to make better decisions for our customers and the community.

Self Service 75

Self Service CRM Metrics Case Study 75

ChurnZero

DECEMBER 6, 2019

The CSM’s Guide to Holiday Gift Giving. But the most important goal for any CSM is retaining their customers year after year—making them an essential role in any organization. . This is a guest post by Meira McFarquhar, Content Specialist at Sendoso. . Customer Success Managers have a lot on their plate. .

eBook 80

eBook Roadmap Customer Success Tips 80

CSM Practice

SEPTEMBER 25, 2019

With it, customers can either choose to retain your services as a business or simply churn and choose another. Clients choose to partner with businesses that are most likely to help them achieve their desired business outcomes. A good CSM will then ensure that those business outcomes are delivered as requested.

How To 65

How To Customer Success Guidelines Exercises 65